Communications Policy

Messages sent through Oddyssey go out under your brand, to your list, on your instruction. You are the sender. We are the tooling, and Twilio and our email providers are the carriers. Compliance with the TCPA, CAN-SPAM, CASL, the GDPR and ePrivacy rules, the CTIA messaging principles and every carrier and platform rule sits with you.

• Only message people who gave you express consent to be contacted on that channel, for that kind of message.
• Consent for email is not consent for SMS, and consent for order notifications is not consent for marketing.
• Keep the record: what the person saw, what they ticked, when, and from where. You must be able to produce it.
• No purchased, rented, scraped or appended lists. Ever.
• Consent you collected for a different brand does not transfer to this one.

• SMS and WhatsApp: STOP, UNSTOP, HELP and their local equivalents are honoured automatically and the number is suppressed across your workspace.
• Email: every marketing email carries a working one-click unsubscribe, honoured within 10 days and in practice immediately.
• Opt-outs are permanent until the person opts back in themselves. Do not re-import a suppressed contact to clear the flag.
• Suppression lists are per workspace and survive list re-uploads.

• Identify your business in the first message of every SMS conversation and in every email.
• No misleading from-name, subject line or reply-to address.
• Include a physical postal address in marketing email.
• Standard message and data rates disclosure on SMS opt-in, plus message frequency.
• No SHAFT content over SMS: sex, hate, alcohol, firearms or tobacco, which US carriers block regardless of consent.

Marketing SMS and voice go out between 8am and 9pm in the recipient's local time, and later than that only where the local rule is stricter. Respect national do-not-call registries and local holiday restrictions. Transactional messages tied to an order are exempt from quiet hours but not from consent rules.

SMS and voice run on Twilio. You must complete the registrations the carriers require, including brand and campaign registration for US 10DLC, toll-free verification, and sender ID registration where a country requires it. Unregistered traffic is filtered or blocked by carriers, not by us. Call recording, where used, requires consent from all parties in two-party consent jurisdictions.

WhatsApp Business messaging follows Meta's own rules: business-initiated messages must use an approved template, the 24-hour customer service window governs free-form replies, and opt-in for WhatsApp specifically must be collected and recorded. Template rejection, quality rating and tier limits are set by Meta. A low quality rating from too many blocks or reports will throttle or disable your number, and we cannot appeal that for you.

Authenticate your sending domain with SPF, DKIM and DMARC before you send. Warm up a new domain rather than blasting it. Keep hard bounces under control and remove role addresses and spam-trap-prone contacts. We suppress hard bounces and complaints automatically. If your complaint rate crosses provider thresholds we will pause sending to protect delivery for everyone.

Agents can draft and schedule messages. They send only within the approval and volume limits you set. Set those deliberately; a generated sequence going out unreviewed to a real list is your risk, not a product feature.

Complaint spikes, carrier filtering, provider notices or evidence of non-consented sending can lead us to pause your messaging immediately. Repeated breaches end the account. Questions and appeals go to support@tryoddyssey.com.